Absolutely no help for a paying customer

<p>Good day</p> <p> </p> <p>We logged complaints with MTN via their repair centre 3 times, plus via customer care and to date still has not received a single answer - i find this unacceptable and totally rude!!</p> <p> </p> <p>My husband phone starting fuzzing up like a TV with no reception - we took it to MTN for UNDER WARRANTY repairs and was told we are abusing the phone - yet there is NO RECORD of the phone being abused. the Consultant at the shop even confirmed to us this is a common problem with the Sony Z3 phones and was going to send it in for repairs under warranty.</p> <p> </p> <p>After several weeks we get an sms to advise of the repair costs - we fight this with a losing battle. </p> <p> </p> <p>Event process:</p> <p> </p> <p>8 July – first notification was received on repair quote price. We query the repairs and gets told it is abuse...<br />Request was made on SEVERAL occasions to send a written quote – after fighting we finally received a written quote 2nd August which then had to be submitted to the insurance company. This was approved on the 10 August of which we then answered on the sms to repair.<br />Phone gets send back without repairs – gets send back to repair centre by MTN Mafikeng <br />On 22 September we receive an amended quote via sms and then query the escalated amount. Escalation is done on 26 September and again on 7 October.<br /> </p> <p> </p> <p>The phone was returned without being repaired even after we acknowledged the repair on the 10 August.</p> <p>We have now been receiving amended quotes with an INCREASED value even though we have reported this was approved and not done.</p> <p>This is 4 months down the line and still no resolve to this matter.</p> <p> </p> <p>I demand this phone be replaced with a brand new phone with immediate effect as this is absolutely unacceptable or alternatively his complete remainder contract to be cancelled at NO ADDITIONAL fees. The call centre excuse is that they are backlogged – is this the customers fault??</p> <p> </p> <p>To date we have not had any resolve even after logging calls with both repairs centre and customer care.</p> <p> </p>